Incident Manager​/Major Incident Manager

Position: Incident Manager / Major Incident Manager
Exp: 4-10 Yrs

Location:

Ahmedabad

Shift: 24x7 rotational
Working Days: 6 Days

Job Summary
The Incident Manager (Major Incident Manager) is responsible for managing the end-to-end incident lifecycle and restoring normal service operations as quickly as possible, with a strong focus on Major Incidents. The role ensures effective coordination, communication, and escalation across technical, vendor, and business teams, aligned with ITIL 4 Incident Management and Service Operations practices.

Key Responsibilities
Own and manage incidents end-to-end, ensuring SLA and OLA adherence.
Perform incident triage, classification, prioritization, and assignment as per ITIL guidelines.
Lead and manage Major Incidents (P1/P2), including declaration, bridge activation, and resolution coordination.
Drive collaboration across resolver groups, SMEs, architects, and third-party vendors.
Provide timely and accurate incident communications (alerts, updates, restoration, and summaries) to stakeholders and leadership.
Conduct Post-Incident Reviews (PIRs/RCA) and work with Problem Management to identify root causes, workarounds, and preventive actions.

Track and close action items, maintain incident documentation, and support continuous process improvement.
Ensure compliance with ITIL 4 practices, audits, and governance requirements.

Required Skills
Strong knowledge of ITIL 4 Incident and Problem Management.
Proven experience handling major incidents in complex, multi-vendor environments.
Working understanding of infrastructure, applications, cloud, networks, databases, and monitoring tools.
Hands-on experience with tools like Service Now, Jira, BMC Remedy, Dynatrace, Splunk, Grafana, etc.
Excellent communication, leadership, and decision-making skills under pressure.

Qualifications & Experience
Bachelor's degree in IT/Engineering/Computer Science (preferred).
ITIL 4 Foundation certification mandatory (Advanced preferred).
4–10 years of ITSM experience, with 2–5 years in major incident management roles.

KPIs
MTTR, SLA/OLA compliance, recurring incidents, communication effectiveness, PIR quality, and stakeholder satisfaction.
Working Conditions
24x7 rotational/on-call support as required; ability to handle high-pressure outage scenarios.
ID4 Consultancy

Note:

Please share your resume with me here: [HIDDEN TEXT]